Service Transition Manager
1 month ago
This role will oversee the transition and release of critical modules within a new system into operational support.
Candidates applying for this role should have demonstratable experience with the following:-
- Likely to be either professionally qualified/relevant degree and have significant experience in transition management or have substantial on the job experience in this area.
- Strong people and Service Management skills where needed.
- Proven analytical and problem-solving skills used to identify and implement in the service area.
- Have led and shaped transition into operational service with a focus on handing over to operational support teams and Service owners ensuring the service can be effectively supported once systems have entered business as usual operation.
- A strong understanding of ITIL Design and Transition processes (including Change Management) and an understanding of Operation Support/Application Support and Service Ownership.
- Experience in release co-ordination, service take-on and transition projects and an understanding of Waterfall and Agile project delivery as well as Service and support initiation.
- Strong communication and stakeholder management skills, innovative and critical thinking with the drive to push process improvement throughout the project.
- Provided assurance that appropriate training / knowledge transfers takes place to ensure the service is embedded in the appropriate support/operational teams.
- Undertook final checks prior to Release authorisation to confirm that the release checklist and SDP (Service Design Package) has been completed, user acceptance training signed off, early life support is in place and that a Change request has been raised.
- Acted as gatekeeper at Release and Go/No Go meetings to evaluate the operational readiness of the service and confirm any remaining risks and issues have been addressed before the release is authorised.
- Owned and managed release calendars, ensuring that releases are scheduled to meet business needs as detailed in the Business Transition Plan while minimising risks.
- Adhered to the process for early life support with formal handover into operational service.
- Attended any relevant Incident and Problem review meetings during the early life support period, and fed into Lessons Learned.
- Has had responsibility for ensuring the successful introduction and transition of services from project phase to normal operational support â has led a standard approach for new/amended applications or infrastructure moving from project phase to acceptance by the Service Support Teams and signed off that support requirements have been met.
- Ensured that services being handed over into operations have the necessary artefacts (KB articles, CI entries in the CMDB) produced to enable them to be supported and developed post transition to live/production environment.
- Worked with the IT Services operational teams to understand and define their IT support requirements.
- Coordinated the knowledge transfer activities, adding them into the overall Training Plan, liaising with technical teams to ensure the process and domain knowledge required for successful operations of the services are transferred.
- Have provided a view of the issues and risks that will create during transition and data migration.
- Coordinated implementation plans for complex requests for change. Evaluates risks to the integrity of service environment inherent in proposed implementations (including availability, performance, security and compliance of the business services impacted). Seeks authority for those activities, reviews the effectiveness of change implementation.
- Has planned and organised individual and or team activity to meet broader defined objectives.
- Able to effectively communicate with stakeholders at all levels to understand their requirements and then deliver them and provide advice to others and often required to persuade them to follow a particular course of action.
Charlene Morrison - charlene.morrison@clickrecruiting.co.uk
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